Techniques described herein relate to message distribution in a contact center. Messages generated by an administrator and/or by a trained model processing data from customer interactions with the contact center are stored in a message queue. A desktop application running on a representative device and hosted by the contact center queries the message queue for messages intended for a representative using the representative device. Messages intended for the representative are automatically displayed on the representative device, e.g., on the desktop.
Legal claims defining the scope of protection, as filed with the USPTO.
10. The contact center server of claim 1, wherein: the desktop application runs on the first client device within a browser-based process; and the first containerized application runs on the first client device within a non-browser process configured to access one or more native APIs of the first client device.
11. The contact center server of claim 1, wherein the request for new messages is transmitted automatically by the desktop application of the first client device, in response to at least one of: an installation of the first containerized application on the first client device; a beginning of a new interactive session by the first containerized application; or an ending of an interactive session by the first containerized application.
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July 16, 2021
June 6, 2023
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